CATALY BALLESTERO OVARES
OPERATIONS TEAM LEADER
Pavas
Summary
Highly experienced and adept in supervising and managing customer service teams, bringing a wealth of expertise in communication, training, and surpassing objectives. With a steadfast commitment to empathy and fostering the growth of my team members, I consistently strive to create a supportive and productive work environment. My track record reflects a proactive approach to problem-solving and a dedication to exceeding expectations, all while maintaining a focus on delivering exceptional customer experiences. Fluent in English, I am equipped with the skills and mindset necessary to drive success and foster positive relationships within any organization.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Customer Service, Team Lead
Concentrix
04.2022 - Current
- Proficient in approving agent payments, demonstrating a keen understanding of financial processes and compliance requirements
- Exhibited sales leadership by guiding the team to achieve targeted business goals and meet performance objectives consistently on a weekly, monthly, and quarterly basis
- Emphasized the importance of maintaining high levels of customer satisfaction while driving sales performance, ensuring a balanced focus on both customer service and revenue generation
- Implemented effective strategies to monitor and improve team call time and productivity, conducting regular performance reviews and coaching sessions to enhance individual and collective performance
- Utilized data analysis and feedback mechanisms to identify areas for improvement and implement corrective measures promptly, resulting in optimized team efficiency and effectiveness
Workforce Real Time Analyst
Concentrix
06.2021 - 04.2022
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations. Handled different queues of several LOBs.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly. Identified waiting calls and asked team leads or the agents to change between channels.
- Schedule Management: Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, etc.
- Optimized schedules, forecasts to present to management.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
Subject Matter Expert
Concentrix
12.2020 - 06.2021
- Acted as the primary point of contact for agents, providing expert assistance and guidance in resolving technical issues and challenges
- Supported team leaders by addressing complex queries and troubleshooting escalated issues directly on the floor, ensuring smooth operations and swift resolution of problems
- Conducted comprehensive training sessions on common queries and optimal utilization of internal resources for team members, enhancing their knowledge and efficiency
- Led a dedicated group of advisors, focusing on skill development aimed at enhancing customer satisfaction and achieving internal performance metrics effectively
- Utilized strong communication and leadership skills to foster a collaborative and productive work environment, driving continuous improvement and excellence in customer service delivery
Customer Service Agent
Concentrix
02.2020 - 12.2020
- Engaged with customers through various channels including inbound and outbound calls, chats, and emails, catering to individual client preferences for communication
- Utilized highly effective communication skills to deliver satisfactory resolutions and ensure overall customer satisfaction with each interaction
- Adapted communication style and approach to accommodate the unique needs and preferences of each customer, ensuring personalized and attentive service
- Demonstrated proficiency in handling inquiries, providing accurate information, and resolving issues promptly and professionally, maintaining a high standard of customer service excellence
- Employed active listening and empathy to understand and address customer concerns effectively, fostering positive relationships and enhancing the overall customer experience
Education
Technical Executive Secretary -
CTP Pavas
Pavas, San José 01.2015 - 12.2017
High School Diploma - undefined
CTP Pavas
Pavas, San José 01.2015 - 01.2012
Skills
Time Management
Adaptability
Customer Service
Team Management
Communication Skills
Workday
Team Training
Quality control
Data management
Report preparation
Creative problem solving
Teamwork and collaboration
Timeline
Customer Service, Team Lead
Concentrix
04.2022 - Current
Workforce Real Time Analyst
Concentrix
06.2021 - 04.2022
Subject Matter Expert
Concentrix
12.2020 - 06.2021
Customer Service Agent
Concentrix
02.2020 - 12.2020
Technical Executive Secretary -
CTP Pavas
01.2015 - 12.2017
High School Diploma - undefined
CTP Pavas
01.2015 - 01.2012
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